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1、质量保证经理职位描述文件职位识别信息职位名称Manager, Quality Assurance所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Sr. VP, operation汇报职位直接下级职位Sr. Customer Care Officer & Customer Retention Officer人员管理权限薪酬无建议权 决定权直接下级人数绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位Sr. VP, Contact Center; General Managers of other d
2、epartments对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度Graduate专业方向Business or statistics related工作经验 5 years or above in Contact Centre Operation in which 2 years should be in managerial or senior supervisory role 行业经验培训经历管理技能 Control Planning Delegation Coordination专业技能 Quality Assurance management in foreign M
3、NC contact centre通用技能 Communication Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标）To manage the quality assurance sections to support efficient operations of the contact center as well as various business lines of the company as a whole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)Op
4、erational level To formulate customer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. To collaborate with Quality Assurance Team in order to accurate foreseen the ever changing customers requirements and give advice on e
5、xternal sales and service policies rs To lead a team in constantly review customer feedback and improve internal process effectiveness To effectively manage and resolve customer complaints from internal and external channels To lead and motivate teams, monitor performance and work with buddy teams t
6、o continuously improve work process, policies and procedures. To initiate and lead any changes through projects To retain grow and develop competent team members in order to cope with future business expansion and individual career development. To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest. To plan and implement continuous improvement mechanism such as COPC jointly together with Travel AcademyAll KPIs for resources allocation Internal customer satisfaction External customer satisfaction Staff attrition
